True confessions! I will admit that I have told a customer a mldg was backordered when I just plain forgot to include it in my order. I then scurried to get it in ASAP. Shame on me, I know there is a higher ground that should be followed, but this was somewhat of a victimless crime...after all, the customer selected such a beautiful, popular moulding that the supplier was having difficult keeping it in stock. Kinda reminiscent of the Beanie Baby Days (Daze).
Would I ever go back to a supplier if I damaged something and claim it came in that way?
Never.
Have I ever been made to feel by a supplier that I must have screwed up or damaged something and they insinuated I was lying?
Yes.
Have I ever yelled, cursed or called a supplier a name?
No. (Not to their face anyway
).
Have I ever politely called a supplier because of their error, gotten off the phone and had my ears ringing knowing that as soon as they got off the phone I was being "bad mouthed" and labeled as a trouble customer?
Yes.
Have I ever ate a suppliers mistake because it ain't worth the hassle of dealing with it? (or feeling that I would be labeled as above?).
Yes.
Have I ever kept a small (and I do mean small) item accidentally shipped with my order because it ain't worth the hassle of dealing with it?
Yes.
(Although I'd later lose sleep worrying about their inventory count on that little item).
Have I ever had to cover a supplier's dupa after they royally screwed up to take care of my customer's needs at great expense to myself (couriers, etc.) and never even received an apology from the vendor who undeniably erred even after bringing it to their attention?
Yes.
Have I switched some of my business elsewhere when such occurences happen?
Yes.
Am I willing to pay a little more to a vendor who is reliable and helps to solve my problems and, without question, admits to and resolves their own.
ABSOLUTELY!
The above type of "vendor" I consider a "supplier partner".
If any of my suppliers wonder where they fall into my little classification of the supply chain...all they have to do is ask...if they really care. I am totally open about what I like about a company and will politely and discreetly tell them what I don't like...when asked.
I will compliment a supplier for a little thing and gently and forgivingly let them know when they fell down. How they react determines my loyalty and whether I remain discreet about the problem. I still remain polite to them, but the world will now hear about their lack of integrity.
I guess you can say I easily forgive, but don't even think I'll forget unless corrective action takes place and a re-occuring mistake becomes an abberation.
How a supplier handles things gone awry tells you much about the culture of a company which sometimes is so opposite of the face they think they portray.
Who I really feel sorry for is a good rep working for a bad company...of course that may be an oxymoron...bad companies all eventually lose their good reps...
All right David, you can get off your soapbox and quit filibustering!
Dave Makielski
"What we have here is a failure to communicate!"
